We are looking for a Sr. Customer Service Representative to join a metal fabrication operation in Welland, Ontario on a Long-term Contract basis. This position supports customer accounts through accurate order coordination, shipment follow-up, billing administration, and schedule maintenance in a fast-paced manufacturing environment. The successful candidate will act as a key point of contact across customer service, production, shipping, and logistics to help ensure timely communication and reliable service delivery.

Responsibilities:
• Manage customer orders from initial entry through updates and revisions, ensuring all information is recorded accurately and processed on time.
• Maintain production forecasts and customer schedules for materials or products with longer lead times to support planning accuracy.
• Prepare and verify invoices with close attention to pricing, quantities, and supporting documentation.
• Coordinate shipping and receiving activities while confirming that transactions are properly documented and communicated.
• Reconcile consignment inventory records and complete related invoicing in a timely and accurate manner.
• Monitor order progress by working closely with production, logistics, and shipping teams to address delays or service issues.
• Respond to inbound customer inquiries with professionalism, providing clear updates and practical solutions.
• Keep customer, order, and account data organized within CRM and ERP systems, including timely information sharing with relevant internal teams.
• At least 3 years of experience in a customer service role within manufacturing, industrial, or related operational environments.
• Strong verbal and written communication skills, with the ability to build trust and respond effectively to customer needs.
• Demonstrated accuracy in order processing, billing, data entry, and document management.
• Experience supporting shipping and receiving processes, inventory-related coordination, or claims administration.
• Proficiency with Microsoft Office, especially Microsoft Excel, for tracking, reporting, and managing customer information.
• Hands-on experience using CRM and ERP platforms; familiarity with JD Edwards EnterpriseOne is considered an asset.
• Proven ability to prioritize competing tasks, work independently, and maintain urgency in a high-volume setting.
• Strong listening, organization, follow-up, and problem-solving skills with a consistent focus on service quality.

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